Refund policy
Can I Return My Order?
In the unlikely event that you are not satisfied with your Onya product, please return it to us within 10 days of when it was delivered to you. We will gladly provide a refund if the product is in its original packaging, unused, unworn and still in as new condition.
Acceptable returns received after 10 days, but within 60 days, of when the order was delivered to you will receive a store credit of equal value to the returned product.
To be eligible for a return, your item must be returned in its original condition and include any original packaging, cases, accessories and proof of purchase.
Australian Returns
We offer free returns in Australia.
To start the return process, please contact us at info@onyaeyewear.com.au with your order number and the reason for your return.
Once your return request is approved, we will provide instructions for returning your order.
Please repackage the item safely using the original Onya packaging where possible.
Drop the package off at your nearest Australia Post branch or follow the return instructions provided by our customer service team.
US Returns
All US return requests should be submitted by contacting us at info@onyaeyewear.com.au with your order number and the reason for your return.
US customers may have the option at checkout to add additional order protection or return protection, where available. If this option is selected at checkout, it may include protection on your order from loss, damage or theft, as well as return shipping benefits.
Customers who do not select return protection or where return protection is not available are responsible for covering the cost of return shipping.
Once your return request is approved, we will provide instructions for returning your order.
International Returns
Please note that for returns outside of Australia and the United States, the cost of return shipping must be covered by the customer, unless otherwise required by applicable law.
All international return requests should be submitted by contacting us at info@onyaeyewear.com.au with your order number and the reason for your return.
Once your return is approved, we will provide return instructions.
If you have any questions or require assistance with an international return, please contact our customer service team at info@onyaeyewear.com.au.
Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be processed back to your original payment method where possible.
Please allow time for your bank, card provider or payment provider to process and post the refund.
Shipping costs, duties, taxes and any return shipping fees may not be refundable unless required by applicable law.
Store Credits
Acceptable returns received after 10 days, but within 60 days, of when your order was delivered to you will be issued as a store credit.
Store credits are issued for the value of the returned product only and do not include any original shipping costs, duties, taxes or return shipping costs unless required by applicable law.
Exchanges
If you would like to exchange your product for another Onya product, please contact us at info@onyaeyewear.com.au with your order number and the product you would like to exchange.
Exchanges are subject to product availability.
If the product you request is unavailable, we may offer you a refund or store credit in line with this policy.
What If My Onya Product Is Damaged Or Faulty?
All Onya products come with a 12-month manufacturer’s warranty against manufacturing faults.
While at Onya we pride ourselves on having a high standard of durability built into everything we produce, our warranty does not cover lens scratches, normal wear and tear, accidental damage, mishandling, misuse, abuse, loss, theft, or damage caused by failing to follow care instructions.
If you believe your Onya product is damaged or faulty, please contact us at info@onyaeyewear.com.au with your order number, a description of the issue and clear photos of the product.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law or any other applicable consumer protection laws.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If your product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.
Change of mind returns are offered in accordance with this policy and do not limit your rights where a product is faulty, not as described, unsafe or otherwise fails to meet a consumer guarantee.
Return Conditions
Returned products must be unused, unworn, in as new condition and returned with original packaging, cases, accessories and proof of purchase.
We reserve the right to refuse a change of mind return if the product is not returned in acceptable condition.
We do not accept returns for products that have been damaged due to misuse, mishandling, normal wear and tear, accidental damage or failure to follow care instructions, unless otherwise required by applicable law.
Contact
If you have any questions about returns, refunds, exchanges or warranty claims, please contact us at: